Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Migrations

The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact centre migrations.

Genesys PureConnect

Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact centre solution for mid-market to large organisations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licences.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Partners

As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.

Learn

Apply best practices, skills and understanding to design, implement and sustain a successful strategy. Genesys Customer Success gives you access to expertise that’s built on years of experience powering the best interactions around the world.

Asynchronous messaging helps customers communicate on their own terms

Enable effortless cross-channel conversations

In an era where customer experience rules, true differentiation requires intuitive and natural conversations. Asynchronous messaging gives you the ability to serve customers on their terms, as time allows. By integrating native messaging apps with automation, AI and assisted service, you deliver effortless and intuitive conversations that your customers will love.

Meet customers when they’re ready

When customers interact with a business, they often have to delay the start of an interaction until they have enough time to work with an agent or automation system. And that’s increasingly unreasonable. Asynchronous messaging from Genesys lets customers communicate with you during moments of found time, dramatically reducing their required effort—even for complex issues.

chat

Pick up right where you left off

Customers expect to move between channels with ease—from messaging to voice to the website and back to messaging. Asynchronous messaging from Genesys lets your customer continue the conversation where they left off to provide consent or additional information—even if that conversation has been inactive for some time. Let your customer service, marketing and sales teams leverage context across all channels.

Build a bot workshop

Take the next step in your AI strategy. Build your own chatbot or voicebot in just hours.

Microapps make it easy to complete tasks

Microapps are small, embeddable applications that provide a predefined, modular set of capabilities to accomplish a specific user task. Today, all major messaging platforms support in-mode apps or app extensions that can be launched, automatically triggered or even pushed to customers to help them complete tasks directly within the messaging interface.

Better customer service, without hiring more people

Asynchronous messaging isn’t in real time, so it offers the opportunity to decrease staffing requirements in contact centers. A single agent can handle multiple messaging sessions at once. This means they can effectively switch between conversations, which alleviates the service pressure on agents because service peaks are spread out. Messaging enables all customers to send requests and lets service teams respond as fast as possible. This creates the potential for much higher capacity rule settings compared to chat or voice calls.

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.